Exceptional customer service

When the going's tough, the companies that survive will be those that build the greatest loyalty – by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback. With new, updated examples from more than fifty companies from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com this book shows managers how to go from so-so service to amazing service. In today's market, customer service is a key competitive advantage. This book shows…